CVPS Reports Solid Service Quality Performance
March 28 2007 - 11:40AM
Business Wire
Central Vermont Public Service (NYSE:CV) met all of its service
quality standards for 2006, the company reported today, besting
some by well over 50 percent. �Our employees have stretched and
innovated to continually improve service quality, from meter
reading to customer service to reliability of our system,�
President Bob Young said. �Their hard work has dramatically
improved our overall service quality and customer satisfaction.�
CVPS, Vermont�s largest utility with 157,000 customers, has 17
SERVE standards, which stands for Serving Everyone with
Reliability, Value and Excellence. The company measures and reports
to state regulators on everything from how quickly customer care
representatives answer phones to bill accuracy, customer service,
outage numbers and duration, and safety. All Vermont utilities have
specific service quality standards and must report the results
regularly to state officials. Penalties can be imposed for failure
to meet the standards. �This is the second straight year we�ve met
all 17 standards, a record we are very proud of, particularly given
the series of significant weather events we faced in 2006,� Young
said. �That said, employees continue to look for ways to improve
our service levels and provide even better customer care, in the
field and in the Customer Information Center.� In the Customer
Information Center, employees answered 87.1 percent of calls within
20 seconds, beating the standard of 75 percent. There wasn�t a
single call to the company blocked. �Our customer care staff have
really taken customers� views to heart, and are working hard to
meet their expectations,� Young said. �That�s evident in the
customer satisfaction numbers, which show 92 percent of customers
were satisfied following contact with the company, and the
complaint rate, which was just 0.01 percent.� Meter readers read 98
percent of meters as scheduled in 2006, though the standard is just
90 percent, while less than 0.085 percent of bills were found to be
inaccurate. The average customer lost service just twice, for an
average duration of 2.8 hours, excluding major storms. The SERVE
Standards for reliability are an average of 2.5 outages lasting 3.5
hours, excluding major storms. �While we�re always looking for ways
to reduce those numbers, they speak of an incredible employee
commitment to good maintenance, and doing whatever it takes,
whatever the weather, to serve customers,� Young said.
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